Elizabeth Obermiller

How BNSF Railway Managed Change: An Interview With Elizabeth Obermiller

Elizabeth Obermiller -
In 1999, when BNSF Railway—one of the few remaining transcontinental railroads in North America—decided to merge four primary lines of business, the company faced technology and mindset issues. For instance, the head of one of the business units believed the unit had no customers....

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Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

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